Refund policy
Returns & Refunds Policy
Last updated: September 18, 2026
We want you to be happy with what you ordered. If something isn't right, here's exactly how we put it right.
1. Do We Accept Returns?
Yes. We sell and deliver to the United States only, and we accept returns on all items in our catalog within 30 days of delivery. This applies to every product we sell, with no exceptions for sale items unless a clearance promotion states otherwise at the time of purchase.
The 30-day window starts on the day your parcel is delivered, as shown by the carrier's tracking record — not the day you ordered, and not the day it was dispatched.
We do not charge a restocking fee. There is no admin charge, handling fee, or deduction of any kind from an approved refund.
2. Return Eligibility
To be eligible for a return, your case must be:
- Unused and unfitted — not installed on a phone beyond checking the fit
- In its original condition, free from scratches, marks or wear
- In its original packaging
The following cannot be returned:
- Cases returned after the 30-day window has closed
- Cases that are used, scratched, altered, or damaged after delivery
- Items marked as Final Sale at the time of purchase
- Gift cards
This does not apply to faulty items. If a case is defective, damaged, or not as described, none of the above restrictions apply — see Section 6.
3. How to Start a Return
There are two ways to start a return. Use whichever you prefer:
- Email us at contact@flexxcases.com
- Use the contact form on our Contact page
Whichever you use, please include:
- Your order number (it's in your order confirmation email, and begins with #)
- The design and phone model you ordered
- The reason for the return
- A photo, if the case arrived damaged, faulty, or is the wrong item
We will reply within 1 business day with return instructions and a return address. Please wait for our reply before sending anything back — items returned without prior approval may not be processed.
When you send a case back, please use a tracked shipping service and keep your proof of postage. Without tracking we cannot confirm the parcel reached us if it goes missing in transit.
4. Who Pays for Return Shipping?
This depends on why you're returning the case:
| Reason for return | Who pays return shipping |
|---|---|
| You changed your mind, or didn't like the design in person | You do |
| You ordered the wrong phone model | You do |
| The case arrived damaged or faulty | We do |
| You received the wrong design or the wrong model | We do |
| The case is not as described on our website | We do |
Where we cover return shipping, we will either send you a prepaid label or reimburse your postage cost when you send us the receipt.
In some cases — particularly where a case is faulty or the return cost would be disproportionate — we may issue your refund without asking you to send the item back. If that applies to your return, we'll tell you when we reply.
5. Refunds
Refund method: all refunds are issued to your original payment method. We do not issue store credit or vouchers in place of a refund unless you specifically ask for one.
When you'll get it:
- We inspect returned items within 2 business days of receiving them
- Approved refunds are issued within 5 business days of that inspection
- Where we refund without requiring a return, we issue it within 2 business days of approving your request
Once we've issued a refund, your bank or card provider typically takes a further 3–10 business days to post it to your account. That part is outside our control.
We'll email you as soon as your refund has been issued.
Original shipping charges: if you paid for shipping and are returning a case because you changed your mind or ordered the wrong model, the original shipping charge is not refunded. If the case was faulty, damaged, wrong, or not as described, we refund the shipping charge in full along with the price of the item.
Sales tax is refunded in full on every approved refund.
6. If Something Goes Wrong With Your Order
These three situations are covered regardless of anything else in this policy, and you are never out of pocket.
Your order never arrived
If your parcel hasn't arrived within 5 business days of the end of the estimated delivery window — more than 20 business days after ordering — contact us with your order number. We'll open an investigation with the carrier. If the parcel is confirmed lost, or tracking has shown no movement for 15 business days, we will send a replacement free of charge or refund you in full, whichever you prefer.
If tracking shows your parcel as delivered but you don't have it, contact us within 7 days of the delivery date. Please check with neighbors, your mailbox and any safe place first. We'll investigate with the carrier and resolve it with a replacement or refund.
Your case arrived damaged
Contact us within 7 days of delivery with your order number and a photo of the damage, including the packaging if that's damaged too. We'll send a replacement at no cost, or refund you in full — your choice. You will not need to send a damaged case back and you will never pay shipping for it.
You received the wrong design or model
Contact us within 7 days of delivery with your order number and a photo of what you received. We'll dispatch the correct case straight away and cover the cost of returning the wrong one, or refund you in full if you'd rather not wait.
7. Wrong Phone Model Ordered
Each case is cut for one specific phone model, and the model is chosen by you at checkout. If you order the wrong one, we'll still help.
Contact us within 30 days of delivery and tell us which model you need. As long as the case is unused and in its original packaging, we'll arrange a swap. The replacement ships as a new order, so allow 2–4 weeks. Return shipping is yours to cover, since the model was selected at checkout.
If you'd rather not wait, return it for a refund and place a new order instead.
8. Exchanges
We're happy to exchange a case for a different design or phone model, subject to availability.
Because each case is printed and dispatched to order, an exchange takes as long as a new order — 2 to 4 weeks. If you need the replacement sooner, the fastest route is to return the original for a refund and place a new order straight away.
To request an exchange, contact us using either method in Section 3 and tell us which design or model you'd like instead.
9. Canceling Before Dispatch
If you change your mind before your order has been dispatched, email us immediately at contact@flexxcases.com and we'll cancel it and refund you in full. Once an order has been dispatched it cannot be canceled, but you can return it under this policy once it arrives.
10. Your Consumer Rights
Nothing in this policy limits your rights under applicable federal or state consumer protection law. If a product you receive is defective or materially different from how it was described on our website, you are entitled to a remedy regardless of the timeframes set out above.
11. Contact Us
- Company: Solution Express Media LLC, doing business as Flexx Cases
- Email: contact@flexxcases.com
- Phone: +1 719-512- 4709
- Address: 1209 Mountain Road, Ste N, Albuquerque, NM 87110, United States
- Business hours: Monday to Friday, 9:00 AM – 6:00 PM (Mountain Time)
- Response time: We reply within 1 business day
Our Shipping Policy covers delivery times and costs.